UK Power Networks. Vulnerable & Fuel Poor Focus Group 25 November 2014

Transcription

1 UK Power Networks Vulnerable & Fuel Poor Focus Group 25 November 2014

2 Safety and housekeeping

3 Objectives To ensure a clear understanding of our approach to supporting both vulnerable and fuel poor customers To gather your feedback on our current activities to help develop these services

4 Today s Agenda 9:45 10:30 REVIEW OF 2013/14 What s new in 2013/14 Training staff to support vulnerable customers UK Power Networks response to Ofgem s consultation on priority services 10:30 11:15 WORKING IN COLLABORATION TO SUPPORT VULNERABLE CUSTOMERS Energy Networks Association (ENA) Customer Safeguarding Working Group Working with Local Authorities Collaborating with charities 11:15 11:30 COFFEE 11:30 12:15 IDENTIFYING VULNERABLE CUSTOMERS Criteria of vulnerability used by UK Power Networks Initiatives to raise awareness of the Priority Services Register (PSR) The challenges of maintaining a PSR 12:15 13:00 FUEL POVERTY What UK Power Networks is doing and what has changed in the past 12 months Improving collaboration and building referral networks Our response to Department of Energy and Climate Change s (DECC) Fuel Poverty Strategy 13:00 14:00 LUNCH

5 Andy Jenner Stakeholder Engagement Executive Review of 2013/14

6 Who are our vulnerable customers A customer is vulnerable when their personal circumstances and characteristics combine with aspects of the market to create situations where they are: Significantly less able than a typical consumer to protect or represent their interests in the energy market; and/or Significantly more likely than a typical consumer to suffer detriment, or that detriment is likely to be more substantial. Ofgem Consumer Vulnerability Strategy 4 th July 2013

7 Communication Co-ordination Welfare provision What s new in 2013/14 New communication formats Parish Councils engagement London Customer Liaison Officer Google translate Louder than words charter Video signing Heat map Local Authority fault map British Red Cross (BRC) working from call centre ENA work group Charity Partnerships Power cut box Catering 300 new generators Customer Champions re-launch

8 Training staff to support vulnerable customers Who When Staff Customer Service Advisors Wider Call Handling staff Customer Champions Induction Recruitment training Recruitment training Quality coaching

9 What has happened in 2013/14 UK Power Networks response to Ofgem s review of priority services consultation Simplified, common needs codes Service offering 14 questions Cross utility data sharing Single cross industry brand

10 Round Table Discussions What improvements could we make to our current service to vulnerable customers? Are the PSR codes appropriate? Should we share vulnerable customer data with other partners? If you were a vulnerable person what do you think should be in an emergency pack?

11 Eva Cahill Corporate Social Responsibility Manager Working in collaboration to support vulnerable customers

12 Working in collaboration with charities to support vulnerable customers Power cuts Emotional support Practical Support Door to door assessment Focal point for community Basic refreshment and shelter Communication Bespoke wording targeting specific customer groups Translation Energy advice Drop-in surgeries

13 Working in collaboration with Local Authorities to support vulnerable customers Communication Data sharing Collaborative support

14 Working in collaboration to support vulnerable customers ENA Customer Safeguarding Working Group Data Sharing ENA Incidents & Severe Weather Shared Best Practice

15 Round Table Discussions Who should UK Power Networks be working with to support vulnerable customers? What can UK Power Networks do to help third parties to better support our vulnerable customers?

16 Coffee Break

17 Eva Cahill Corporate Social Responsibility Manager Identifying vulnerable customers

18 Initiatives to raise awareness of the Priority Services Register (PSR) Local Authorities Send out leaflets Add information to website During severe weather post updates Display posters Include features in magazines/ newsletters Support us on social media power cut messages to customers Provide a blog on website Charities British Red Cross Carers Trust Royal Association for Deaf People Citizens Advice Bureau National Energy Action Age UK Staff Customer Champions Field Staff Wider Call Handling Staff social circles

19 Identifying vulnerable customers The challenge Increase PSR numbers from 438k to 2 million Data gathering Data cleansing Data sharing Data Protection Act Civil Contingencies Act Moving Bereavement Transience

20 Round Table Discussions What are the most effective channels to promote the PSR? What other partners should we engage to reach the wider population? What options are available to maintain data accuracy?

21 Andy Jenner Stakeholder Engagement Executive Fuel Poverty

22 Young carers workshops Community surgeries Fuel Poverty 8 workshops 132 young carers Plans for 6 community surgeries Over 90% positive feedback Track savings forecasts

23 Fuel Poverty DNO Best Practice meeting DNOs have a role to play Role needs to be clearly defined Mixed experiences with workshops Potential for partnerships with referral networks

24 Fuel Poverty - Our response to DECC s Fuel Poverty Strategy Vague milestones Health and Fuel Poverty 14 Questions Smart indicators Off gas customers Mandated health referrals

25 Lynne McDonald Low Carbon Project Manager VULNERABLE CUSTOMER FUEL EFFICIENCY PROJECT

26 Vulnerable Customers and Energy Efficiency Awarded Trial Area Period 3.3m (Total Project Cost 5.5m) London Borough of Tower Hamlets, East London January 2014 to December 2017 Concept Seek to engage with fuel poor so they can benefit from energy efficiency and demand side response Engage fuel poor customers to understand how they can benefit from energy efficiency and participate in demand side response Aims Quantify the network service that these customers could provide Understand the challenges and best approaches to engaging with these groups of customers Partners Supplier 26

27 Round Table Discussions What is the most effective role for an electricity distribution network operator (DNO) to have in tackling fuel poverty? What support can a DNO provide to third party organisations in tackling fuel poverty?

28 Objectives To ensure a clear understanding of our approach to supporting both vulnerable and fuel poor customers To collate your feedback on our current activities to help develop these services

29 Next steps Join us again: Before we finish: In December for Critical Friends 9 to discuss Corporate Social Responsibility and Sustainability Complete your feedback form Send us additional thoughts Invite a colleague to a session 29

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